AccountId: 011433970860
ContactId: 4bf04604-efee-4866-a8cf-69a6d7d50af8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163660 ms
Total Talk Time (AGENT): 72118 ms
Total Talk Time (CUSTOMER): 79999 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4bf04604-efee-4866-a8cf-69a6d7d50af8_20250618T17:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name's [PII]. I'm calling from a provider's office and I'm calling to verify member eligibility, please.
[AGENT][NEUTRAL] I can help with the eligibility. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02617351.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct.
[AGENT][NEUTRAL] Thank you. The policy went into effect on February, excuse me, please forgive me. [PII], it is active. This is a hospital entity policy. Is there anything that I can tell you about the benefits or are you just looking at eligibility?
[CUSTOMER][NEUTRAL] Uh, well, I needed to know that it was an indemnity policy, so, um, the patient also has Medicare, but Part A only, and we are a physician's office, um, so do we send the claim to, um, Medicare and get the, get the denial first and then send, send the EOB on to you for consideration, or how does that work?
[AGENT][NEUTRAL] We don't, well, we don't really need to know where you're sending it. We just need to, you just need to send it um to, there's a, there's a company called IMA. It's [PII], may be listed on her card. There's a [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and you just need to send it in. There's no coordination of benefits. So you'll just go ahead and send that in and you'll, and if you send it in anyplace else, and that's just going to be between you and the insured. Uh we don't really get involved in that, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so it's, uh, let me repeat that information you just gave me to IMA [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and is there an electronic payer ID that you know of for for that for IMA?
[AGENT][POSITIVE] Uh, absolutely.
[AGENT][NEUTRAL] 64
[AGENT][NEUTRAL] 556.
[CUSTOMER][POSITIVE] 645-556. OK, alright, I guess that's all I need to know then. Thank you so much for the information and your help. Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for contacting UTL. Have a good day.